💡Become a Super User with Voyc Village
Voyc has made the QA process more efficient. Once a Scorecard has been set to active in a channel, conversations are automatically graded and ready to be QA’d. The first step is to ensure that your digitalised Scorecard mirrors your contact centre’s call guide then Voyc will do the rest.
Here’s a quick guide on how to create a Scorecard on Voyc.
Now let’s discuss the process of grading conversations that have been assessed by Voyc.
The Conversation List
To begin, select Conversations to display a list of graded conversations. All of the conversations that have been graded against the active Scorecard and are now ready to be QA'd are listed here. When you start analysing the results, reading the columns from left to right makes it simple to navigate this page. You will notice the following details:
Date: The date the conversation was evaluated on Voyc.
Length: This is the duration of the recorded conversation.
Agent: This is the agent that handled the conversation.
Overall Score: This score reflects the overall performance of the agent when assessed against the Scorecard.
Compliance: This shows the agent(s) final outcome after being assessed against an active Scorecard. This outcome is depended on the overall score.
Tags: Shows the names that have been used to tag the conversation so that it can be easily discoverable when filtering.
Dead-air: The total duration of silence during the conversation.
Status: This shows the status of the QA process according to the active workflow.
a) Two grey dots (Workflow Started): This means that the Workflow has been started but no task has been initiated.
b) Yellow dot (Pending): This means that a task in the Workflow has been started but not completed. The system, therefore, marks it as pending. Therefore, two yellow dots imply that two Workflow tasks are pending.
c) Green dot: This means that a task in the Workflow has been completed. Therefore, two green dots mean that two tasks have been completed in the Workflow.
d) Blue profile icon: This shows that the conversation has been assigned to someone in the Workflow.
💡Tool Tip: If you hover over the icons in the Status column, you will get more
information about the status of that specific conversation.
The Grading Panel
To begin the QA process, select any conversation that you want to assess. This will open the conversation’s Grading Panel. On the left-hand side of the panel, you will see the conversation’s transcript. The transcript includes timestamps and a media player for you to play any part of the conversation when you want to listen to it.
💡Tool Tip: Use the search bar above the transcript to search for any keywords in
the transcript. This will minimise the time spent reading the transcribed text.
To start grading, focus on the right-hand side of the panel and follow the steps below:
Select Workflow and click the Start Workflow button. The grading panel including all the Workflow Tasks will now be open.
If you use the Voyc default workflow you will see the tasks Evaluated and Coached under this workflow.
Click Evaluated click Start Grading.
A list showing group scores will appear.
Checking Phrases in a Group
To do a quality check on the phrase that has been graded by Voyc follow the steps below:
Click the group that you want to evaluate.
A list of phrases within that group will appear. Select the phrase that you want to check.
You will now be presented with options to amend the grade that Voyc has assigned by virtue of finding or not finding the phrase. The grading options are Pass, Fail, and Not Applicable.
Now begin the quality assurance process. Here are a few scenarios to help you get started:
a) Voyc detected the phrase and correctly graded it
There's no action required.
b) Voyc has graded the conversation efficiently but a phrase was not found due to poor transcription.
If Voyc did not find the phrase due to poor transcription, check the phrase on the transcript on the left-hand side. Highlight it and a pop-up prompting you to link the phrase will appear. Click “link the phrase, " which will automatically be attached to the group phrase.
c) The phrase is not part of the Scorecard and should not have been graded
Voyc efficiently grades conversations based on the transcribed text. There are often instances where some of the phrases that were graded should not have been there. Here are a few examples:
i) If Voyc finds a keyword and matches it to the required phrase it deems the phrase as found and therefore grades it as a pass. Although sometimes a keyword was used out of context, this means that the phrase was not really there and this should therefore have been graded as a fail.
ii) Another example is when a conversation was disturbed and the agent had to repeat some parts of the conversation only to find that they have already been recorded. This causes a duplication in phrases and hence Voyc grades the duplicated phrases which ultimately impacts the score.
iii) Voyc has made it easy to QA such conversations. You can simply click the Not Applicable button to exclude them from being graded. Once you click Not Applicable, the score will be updated to truly reflect the contents of the conversation.
4. Once you’re done assessing a graded conversation and have made the necessary
changes, you can also leave notes for the next team member who will check the work
you’ve done. To leave a note, head to the section called Notes. Use the designated field
to add a note. For example, “poor transcription, the phrase was found”. This will give the
person who will check the work more context on the graded task.
5. Once you’ve completed the QA process, click Review Scores and click Complete
Grading.
📍Take Note: Always ensure that you click Complete Grading so that the overall
score will be updated. If this is not done the status of the Evaluation task in the
Workflow will be left as Pending.
Assigning Tasks to Team Members
If the QA process is complete and you want to assign the task to someone else to check, for example, a team leader, use the assign icon on the right-hand side of the taskbar. To do this, follow the steps below:
Click the profile icon on the right-hand side of the taskbar.
A search bar will pop up. Now enter the name of the person you want to assign the task to and click enter.
📍Take Note: The person that you want to assign the task must be part of
the channel you are working on.
Frequently Asked Questions
I am unable to click “start grading”, what could be the issue?
I am unable to click “start grading”, what could be the issue?
The workflow has not been initiated. Before you start the process of grading on Voyc, you must always click Start Workflow. This initiates the workflow and allows you to start grading.
I see that a phrase has been mentioned twice in a conversation and this has affected the overall score. How can I amend this?
I see that a phrase has been mentioned twice in a conversation and this has affected the overall score. How can I amend this?
Since this is a duplication in grading, one of the phrases must not be included in the overall grading. To exclude the phrase, choose the Not Applicable option. This will exclude the phrase from the overall grading.
My team lead assigned conversations for me to grade, but I have not received an email notifying me. Is this a system error?
My team lead assigned conversations for me to grade, but I have not received an email notifying me. Is this a system error?
We are actively working towards providing real-time accessibility for notifications. At present, Voyc requires approximately 24 hours to notify you about assigned tasks. However, while we strive to improve this process, there is a workaround available. You can instantly access all your assigned conversations. Go to the conversations list, click Add Filters and select Assigned choose the user Me. A list of all the conversations assigned to you will appear.